Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk for a larger team.
What do you like best about the product?
Everything at 1 place all reports are available for all platforms.
What do you dislike about the product?
This solution is primarily beneficial for larger teams, as the cost for a two-member support team can be high. If you have fewer than 50 support tickets per day, it may end up costing you more than you need to spend. It is designed for larger groups, so if you are a startup with fewer customers, you might want to consider a less expensive option. However, if you have a ticket volume of 500 a day, Zendesk is the best choice.
What problems is the product solving and how is that benefiting you?
Live chat is good
Streamlined Support Experience with Great Automation
What do you like best about the product?
Zendesk Support Suite offers a very intuitive and user-friendly interface that makes it easy to manage and track customer tickets across multiple channels. The automation tools and trigger-based workflows save a lot of manual effort, improving both efficiency and response times. Integration with email, chat, and social media is seamless, which helps in maintaining a unified customer experience.
What do you dislike about the product?
The reporting and analytics features could be more customizable and detailed. Sometimes the dashboards lack flexibility for specific insights. Also, pricing can be a bit steep for small businesses, especially when scaling up with additional features or agents.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us centralize all customer interactions across email, chat, and social media in one place, which greatly improves response times and agent productivity. It has streamlined our ticket management process and ensures nothing falls through the cracks. This has led to improved customer satisfaction, better SLA compliance, and more efficient support team operations.
A Versatile Platform for Customer Support- Best for Customization and Multichannel Support
What do you like best about the product?
After implementing Zendesk for a high-growth D2C business, I can say its flexibility has been a huge plus. Connecting Zendesk with our CRM, e-commerce tools, and messaging platforms ensures our agents rarely have to switch tabs, everything they need is right inside their ticket view.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
What do you dislike about the product?
Reporting and analytics are definite weak spots. Zendesk Explore covers basic insights, but breaking data down by custom fields, like channel or resolution type, feels cumbersome. As a result, we’ve had to push data to spreadsheets or outside tools for more detailed analysis.
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has made a real difference in how we handle customer service as a team. Before switching, we struggled to keep up with emails, chats, and messages spread across different platforms—lots of things would slip through the cracks, and our agents were always scrambling. Now, Zendesk pulls everything into one place, so nothing gets lost and we can answer customers more quickly, no matter how they contact us.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Zendesk Support Suite Review: Everything You Need to Know
What do you like best about the product?
Zendesk Support Suite excels with its intuitive interface, seamless omnichannel support, and powerful automation. It centralizes customer communication, reduces manual tasks, and integrates well with other tools. The knowledge base and insightful analytics enhance both agent efficiency and customer satisfaction.What stands out most is Zendesk’s unified dashboard, making it easy to manage multiple channels. It’s user-friendly, offers deep customization, integrates with third-party apps, and helps teams resolve issues faster through automation, smart routing, and detailed performance metrics.
What do you dislike about the product?
The interface, while clean, can feel overwhelming with too many settings buried deep in menus. Advanced features often require higher-tier plans. The learning curve for setting up workflows and automation can be steep without technical support or detailed guidance.
Zendesk’s pricing scales quickly as your team grows. Some features that should be standard—like detailed analytics or multi-language support—are locked behind expensive plans. Also, ticket merging and search functionality are not as smooth or accurate as expected.
Zendesk’s pricing scales quickly as your team grows. Some features that should be standard—like detailed analytics or multi-language support—are locked behind expensive plans. Also, ticket merging and search functionality are not as smooth or accurate as expected.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes customer conversations across email, chat, and social platforms, solving the issue of scattered communication. This unified approach improves response times, reduces missed tickets, and enhances overall customer satisfaction by ensuring consistent, efficient, and trackable support experiences.
The experience was really awesome and smooth
What do you like best about the product?
The best thing about the Zendesk Support Suite is its omnichannel capabilities and robust automation features. Helped me a lot
What do you dislike about the product?
Nothing - All good. There’s nothing to criticise
What problems is the product solving and how is that benefiting you?
Agent support issues reporting and managing them
A Robust and Scalable Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers a unified platform for managing customer interactions across multiple channels—email, chat, social media, and voice. The integration between these channels is seamless, giving agents a holistic view of customer conversations. The UI is intuitive and clean, which helps new agents onboard quickly. I also appreciate the powerful automation features, triggers, and macros that make ticket management more efficient.
What do you dislike about the product?
While powerful, the system can be a bit overwhelming for smaller teams or companies without dedicated support operations. Some advanced features are locked behind higher pricing tiers, and reporting customization could be more flexible without needing to upgrade or integrate with third-party tools. Performance can also lag during peak usage.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to manage customer service inquiries and support tickets for both B2B and B2C users. It integrates with our CRM and Slack, which streamlines communication and escalations.
Benefits Realized:
Reduced first response time through automation and macros
Improved customer satisfaction with unified multi-channel support
Better visibility into team performance through analytics and dashboards
Benefits Realized:
Reduced first response time through automation and macros
Improved customer satisfaction with unified multi-channel support
Better visibility into team performance through analytics and dashboards
My experience has been smooth and efficient — it helps you manage customer support across chat
What do you like best about the product?
It’s easy to use, helps manage customer queries efficiently, and keeps all communication in one place.
What do you dislike about the product?
Sometimes it's slow to load, and setting up advanced automation or triggers can be a bit complex without technical help
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer support across chat, email, and calls in one platform. It saves time, improves response speed, and keeps everything organized.
Review Zendesk Support Suite
What do you like best about the product?
User friendly and Customer Support and lots of features
What do you dislike about the product?
While Zendesk Support Suite is a robust customer service platform, I find its complexity and setup process challenging
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite addresses fragmented communication, repetitive tasks, and lack of visibility in customer service by consolidating all support channels, automating workflows, and offering real-time insights.
Best Customer Service Handling
What do you like best about the product?
Its ecosystem, And its integration with multiple tools, how easily the tasks can be seggragated between team members. Its a single stop solution with rich set of features.
What do you dislike about the product?
Can be easier for beginners.
Can be a bit improved for onboarding multiple tools integrations.
Can be a bit improved for onboarding multiple tools integrations.
What problems is the product solving and how is that benefiting you?
Able to track customer requests of multiple teams, and track status really well. Its been efficient, helpful solution tool.
A great support tool to use for customer service
What do you like best about the product?
The unified support across social media, email, chat and calls allowing people to solve problems from a single interface, which boosts productivity and efficiency.
What do you dislike about the product?
Little bit costly for small & mid sized business and also difficult to use for new people.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk is solving - I don't need to roam around here and there for completing tasks, I can do it in a single dashboard.
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